Navigating Change: Transforming Internal Services for Employee Empowerment and Business Growth
Professional Services Firm
3 min read
Nichola Wolfe
For over three decades, this professional services firm has partnered with clients across various industries and geographies. As the world has undergone significant changes, so have the types of services, technology, and experiences the company provides. Consequently, the firm’s client base has changed over time too. However, this growth has created a classic front and back stage dilemma, where the internal services intended to support client account leads and business directors globally were no longer suitable. The company recognised that to achieve its full potential, it needed to redesign its commercial services offering and empower employees worldwide to become more self-sufficient. This required gaining a thorough understanding of the users and resources necessary to promote self-sufficiency.
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Project Ambition: Revitalising Commercial Services with a User-Centric Approach
When my client began this project, they were aware that their commercial services were no longer meeting the needs of their employees. However, there was no clear understanding of the specific issues or the varying needs of the different user types. My team's primary objective was to identify and segment user types, assess their unique needs, and identify any pain points that needed to be addressed. By adopting this approach, we were able to create a roadmap of evidence-based recommendations to overhaul the service, with the ultimate goal of enhancing employee satisfaction and improving the user experience. Through these improvements, we aimed to facilitate increased business growth by improving proposal design, negotiation and contracting with clients.
Project Approach: Improving Service Delivery by Prioritising Pain Points for Different User Types
The first step in our project was to recognise that not all users have the same needs. Different employees required different resources from the service, so we had to identify all the pain points that existed across the user landscape and prioritise them based on value. To achieve this, we formed a focus group that represented all the core user types from around the world. We conducted thorough research and organised multiple design thinking sessions to comprehensively grasp the problems, goals, and collaboratively arrive at potential solutions with a focus on prioritisation. With comprehensive insights, we recommended strategic enhancements in multiple areas including:
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UX of the Knowledge Centre
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Improved taxonomy of resource assets
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Enhanced information architecture
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Recategorisation of support cases
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Reclassification of account status
In this project, we incorporated a variety of activities and methodologies, such as;
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Establishing business objectives and KPIs
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Segmenting the user group and developing personas
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Conducting research and in-depth user interviews
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Identifing painpoints and prioritising problems by value
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Ideating potential solutions
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Developing a roadmap of CX improvements
Project Outcomes: A clear roadmap for improved experience and streamlined processes
Our comprehensive approach has produced a clear roadmap for enhancing user experience and streamlining processes. To facilitate the seamless implementation of proposed changes, we strategically categorised priority issues and potential solutions, considering factors such as complexity, impact, business value, and user need level. This categorisation not only ensured swift progress but also allowed for concurrent sprints, fostering an ongoing cycle of continuous improvement.
The evidence-based decision-making process instilled confidence in business leaders, guiding strategic investments in service improvements for the most effective and efficient progression. Ultimately, the roadmap prioritised adaptability to change and proactive issue resolution, resulting in minimised disruptions and faster problem resolution. This, in turn, contributed to increased employee self-sufficiency and a sustained boost in revenue over time.
Revitalise Your Business with an Internal Service Redesign
Is there an internal service that's hindering your business growth and causing dissatisfaction among employees, but you're unsure how to restructure it? I can help! Contact me for a free initial consultation and let me guide you towards a solution.